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Export issue with SDM 17.0

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marc.see07-20-2018 07:54 AM

  • 1.  Export issue with SDM 17.0

    Posted 07-19-2018 02:19 PM

    We updated our SDM from 12.9 to 17.1. When list of tickets is exported, the timestamp "Open Date" is off by an hour:

       

       

     

    Notice that the time is 1 hour off. This issue does not show up in the test system. I also checked the time zone for the server:

     

       

     

    Where else can I check or look to fix the issue?



  • 2.  Re: Export issue with SDM 17.1

    Posted 07-19-2018 02:41 PM

    marc.see 

    Did you also apply Rollup Patch #1 (RU1) as part of upgrading to CA SDM 17.1?

    Does your contact record have a different timezone specified under its contact details?



  • 3.  Re: Export issue with SDM 17.1

    Posted 07-20-2018 07:51 AM

    No. I didn't know there was a Rollup Patch#1 (RU1). Where can I find out more information on that?

     

    My contact record is also the same timezone

       

     

    I think the fact that the test system doesn't have this issue is a head scratcher.



  • 4.  Re: Export issue with SDM 17.1
    Best Answer

    Posted 07-20-2018 09:14 AM


  • 5.  Re: Export issue with SDM 17.1

    Posted 07-20-2018 10:52 AM

    Thanks Paul! looks promising. We'll look into the documentation and discuss it internally.



  • 6.  Re: Export issue with SDM 17.1

    Posted 07-19-2018 02:56 PM

    Marc, this seems to be a USRD3381 "EXTRA HOUR IS ADDED IN EXPORT WITH DST IN TIMEZONE" and it is said that the fix is in 17.1. What is the time stamp on your pdm_exporter.exe? Thanks _Chi



  • 7.  Re: Export issue with SDM 17.1

    Posted 07-20-2018 07:54 AM

    Here's the time stamp for pdm_exporter

     

       



  • 8.  Re: Export issue with SDM 17.1

    Posted 07-24-2018 09:45 AM

    marc.see 

    Do you have any additional questions on this topic/thread?



  • 9.  Re: Export issue with SDM 17.1

    Posted 07-24-2018 10:29 AM

    According to the documentation, the rollup patch requires 17.1. We're currently at 17.0 (probably by mistake since our test is 17.1). I don't see any instructions on installing 17.1. Do you know where I can find that?

     

    Also, installation instructions for 17.1.0.1 does not explicitly say to shutdown the application. Can I safely assume that "rollup" means I can install 17.1.0.1 without application shutdown?



  • 10.  Re: Export issue with SDM 17.0

    Posted 07-24-2018 10:33 AM

    Marc,

     

    The info on installing 17.1 is located here:

    Installing CA Service Management - CA Service Management - 17.1 - CA Technologies Documentation 

     

     

    I would recommend to stop services prior to applying 17.1 or 17.1.01 as binary and other system files are being replaced.



  • 11.  Re: Export issue with SDM 17.1

    Posted 07-24-2018 10:34 AM

    marc.see 

    If you are running SDM 17.0, you will need to upgrade to CA SDM 17.1 first by following the instructions at

     

    Upgrading to CA Service Desk Manager 17.1 - CA Service Management - 17.1 - CA Technologies Documentation 

     

    Once at SDM 17.1, you can apply the RU1 patch.  The RU1 patch will stop the SDM services as part of the install process.



  • 12.  Re: Export issue with SDM 17.0

    Posted 07-24-2018 10:49 AM

    Thanks guys!



  • 13.  Re: Export issue with SDM 17.0

    Posted 07-26-2018 09:21 AM

    marc.see 

    Do you have any further questions in regards to the upgrade of 17.0 to 17.1 or installing the 17.1 RU1 patch?



  • 14.  Re: Export issue with SDM 17.0

    Posted 07-26-2018 09:28 AM

    How long does it take to upgrade from 17.0 to 17.1? Also, how long to implement 17.1 RU1 patch?



  • 15.  Re: Export issue with SDM 17.0

    Posted 07-26-2018 10:43 AM

    marc.see 

    The upgrade to 17.0->17.1 is similar to other SDM upgrades, however it is not as "complex".

     

    In terms of time for the upgrade, there are many variables that come into play - # of servers, hardware resources, size of MDB etc.

     

    The RU1 patch will not take as long but again is dependent on the # of servers and hardware resources available on each server.

     

    If you have recently upgraded SDM or applied a cumulative patches, you can use the time and effort required as a baseline for the 17.1 upgrade and applying the RU1 patch.



  • 16.  Re: Export issue with SDM 17.0

    Posted 07-26-2018 10:54 AM

    Thanks Paul!